Operations Manager

OPERATIONS MANAGER

Highly talented professional with more than 13 years of broad-based experience in all aspects of management, customer service, relationship building, leadership and training. Excellent track record of producing quality work and meeting contingent deadlines under extreme pressure. Skilled in working independently or as a contributing team member. Articulate communicator coupled with superior problem solving aptitude and innate capability to quickly grasp issues with meticulous attention to detail.

KEY STRENGTHS

- Account Management

- Performance Evaluation

- Strategic Business Solutions

- Customer Satisfaction

- Client Needs Assessment

- Relationship Building

- Leadership & Team building

- Staff Hiring & Training

- Accurate Reporting

- Time Management Skills

- Phone Etiquette

- Interpersonal Skills

PROFESSIONAL EXPERIENCE

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STOP LOSS COORDINATOR 2007-2009

Medical Claims Management - Charlotte, NC

- Single-handedly managed administrative duties such as preparing and submitting bi-monthly specific deductible reports to reinsurance carriers

- Researched and assembled aggregate deductible claim filings

- Organized and disseminated client check registers on a daily basis with monthly internal and external reporting

- Utilized knowledge of CAS system to accurately process medical and dental claims

- Investigated and compiled information on subrogation cases

- Identified and pursued high-cost refunds

SALES SUPPORT MANAGER 2006-2007

First Advantage Corporation - Rockville MD/Charlotte, NC

- Hired and trained new staff, as well as managed and assessed the development of Major Account Coordinators (MAC) team in four locations

- Worked collaboratively with the MAC team in handling key accounts

- Established goals and performance evaluation materials for the Major Account Coordinator team

- Executed pre-sales assessment on sizable accounts

- Interacted with the Sales Department in order to identify new business leads

CLIENT SERVICES MANAGER 2005-2006

First Advantage Corporation - Rockville, MD

- Coordinated and managed a team of 13 representatives to ensure compliance with company culture and guidelines; conducted personnel activities such as hiring staff and performance evaluation

- Outlined performance measurements and quarterly goals for the CSR team

- Monitored the volume of calls and phone statistics to accurately determine existing trends and contribute to established sales forecast

- Communicated with V.P. Client Relations and appropriate Major Account Coordinators to effectively resolve client issues

- Skillfully proposed win-win solutions to product and service issues

- Created weekly schedules for CSR and department team leads to ensure competent production level

MANAGER OF RESERVATION SALES AND TRAINING 2004-2005

Marriott Mid Atlantic WWR Center - Gaithersburg, MD

- Performed general office management to ensure synchronized activities of more than 140 agents; administered RTA (real time adherence) program

- Rendered administration, counseling and performance review to quality assurance agents and trainers

- Represented the site in numerous training, reservation and sales committees within the company

- Conceptualized, developed and implemented training programs to refine knowledge and skills of staff

OPERATIONS SUPERVISOR 2002-2004

Marriott Mid Atlantic WWR Center - Gaithersburg, MD

- Oversaw, tracked and managed the development of existing and new team members consisted of 25 agents

- Contributed to the development and oversaw the implementation of development programs focused on meeting business requirements

- Consulted by reservation agents and hotel staff regarding technical issues and inquiries on MERLIN, MARSHA and OSCAR programs

- Devised and disseminated progressive counseling reports and comprehensive PAF’s for assigned agents, in accordance with Marriott standards and guidelines

RESERVATION SALES AGENT (part time) 2001-2002

Marriott International - Gaithersburg, MD

- Corresponded to incoming calls for a regional reservation center; addressed inquiries regarding various regional and worldwide hotels

- Processed and completed reservations and actively cross-sold other available business products and services

CLAIMS PROCESSOR / SPECIAL PROJECTS COORDINATOR 1995-2002

SAMBA Insurance - Rockville, MD

- Worked collaboratively with OPM OIG in handling provider fraud and abuse cases

- Accurately reviewed fraud trends on semi-annual Federal government journals

- Audited and assigned errors to claim processors

- Implemented the Managed Care Advisor Program

- Assessed incoming Claims Department’s refunds and balanced refund reports on a daily basis for the Accounting Department.

- Refined knowledge of processors on Managed Care Advisor Program, refunds and adjustments procedures

EDUCATION & PROFESSIONAL DEVELOPMENT

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Attended various coursework in Liberal Arts

Syracuse University - Syracuse, NY

Dean Vaughn Medical Terminology

Completed numerous management training courses

COMMUNITY INVOLVEMENT

ESL Instructor, Montgomery County Public Library

Junior Volunteer, Presbyterian Hospital, Charlotte, NC

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